GSOC Supervisor

Control Risks' Embedded Consulting Services is looking to embed a GSOC Supervisor for a Fortune 500 Electronics client.

Role responsibilities include, but are not limited to:

• Supervise the day-to-day operations of their assigned shift, including supervision of GSOC operators assigned to their shift.
• Oversee the use of GSOC technologies, including access control, intrusion alarms, video surveillance, fire, gas, and chemical alarm systems, emergency notification systems, and telephone and radio communications, ensuring those activities are being performed properly and effectively.
• Regular review of internal databases governing GSOC processes and procedures to ensure they are current and viable to the operation.
• Oversee the dispatch and coordination of support services for medical, security, fire, safety, natural disasters, and administrative requests, including liaison with internal emergency response teams, law enforcements, fire departments, and EMS, ensuring the proper resources are offered in a timely manner.
• Perform quality control of call logging, database entries, and maintenance requests, capturing and processing incident details and relevant information.
• Evaluate, escalate, and report incidents when appropriate, to the proper internal and external stakeholders, and manage the incident from beginning to end.
• Handle incidents of a sensitive nature ensuring strict confidentiality and information security practices as outlined by company policy and ensure staff is compliant to those policies.
• Coordinate training of new GSOC operators, maintaining thorough documentation of that process.
• Create and send required emergency mass notifications as needed.
• Maintain a constant and clear line of communication with GSOC management.
• Support projects, special events, and other duties as assigned by GSOC Manager.

Requirements

• Minimum of two (2) years of verifiable call center, security command, or operations center experience, or equivalent combination of education and experience.
• Bachelor's degree in related field preferred.
• Military or law enforcement experience preferred.
• Strong computer skills, proficient in Microsoft Windows and Office applications.
• Excellent verbal and written communications skills.
• Excellent customer service skills and professional demeanor.
• Ability to multi-task and deliver timely work products in a challenging environment.
• Ability to operate and communicate effectively in stressful situations.
• Self-motivated and able to make decisions independently while also comfortable working in a dynamic, team environment.

Benefits

• Control Risks offers a competitively positioned compensation and benefits package that is transparent and summarized in the full job offer.
• We operate a discretionary bonus scheme that incentivizes, and rewards individuals based on company and individual performance.

Salary Range: $65,000-$70,000 Annually.